Salary: £40-60k
Location: London, Old Street
Office Policy: Hybrid Remote - 2 core days per week at Lottie’s HQ
Meet Lottie
Lottie is a free service that helps families find their loved ones the best care home to thrive in later life. The company is backed by leading Venture Capital Funds including Accel and Kindred, as well as global tech executives including Tom Blomfield (Founder of Monzo Bank) and Dave Wascha (CTO of Zoopla).
Lottie launched in August 2021 within London and has since grown to be England-wide and one of the UK’s most visited websites in the social care industry. To date, Lottie has supported tens of thousands of families navigate the stressful care system and helped hundreds of elderly people begin their next chapter in their dream Lottie care home.
Following early success, Lottie’s marketplace will shortly be expanding UK-wide and will also introduce retirement living onto the platform. Beyond this, Lottie will launch several other pioneering technology products aimed at elevating later life, including a CRM, data insights tool and family portal.
Lottie has been founded by brother duo, Will and Chris Donnelly, with a mission of empowering care seekers and building the later living sector of the future. Will comes from a background working in the healthcare industry, having most recently spent 5-years at CBRE where he established himself as one of the UK's leading social care advisers and Chris Donnelly founded Verb Brands, the UK’s leading luxury digital agency.
The opportunity
Lottie is actively seeking a Sales Operations Lead to join our rapidly growing Customer Care Team. This individual will play a pivotal role in defining Lottie’s future overall value proposition to care and retirement seekers, while also helping improve the CRM functionality and developing a scalable customer service function, through the creation and management of learning materials, including content, training, insights and resources to drive Customer Care success.
This individual will be responsible for managing Backstage, Lottie’s proprietary customer relationship manager system, as well as being responsible for reporting and overseeing the performance of Lottie’s customer care function.
Meet Backstage… Backstage is Lottie’s proprietary customer relationship manager system, which has been developed by Lottie’s in-house Tech team, and is bespoke to Lottie’s unique customer journey. Backstage allows Lottie’s Customer Care team to efficiently qualify mass Care/Retirement enquiries, while also adding and managing ongoing relationships. Backstage is intuitive and has been built to allow Lottie to efficiently handle thousands of customer enquiries on a week-to-week basis, as the company continues to scale, with the aim of becoming a UK household name and receiving millions of website visits each month.
What you’ll do
- Owning and becoming the product expert of Backstage, while being responsible for outstanding and effective usage across the Customer Care team.
- Reconciling enquiry entries in Admin on a daily basis, to ensure accuracy and relevant attribution.
- Working closely with Lottie’s Product Managers, to continually improve Backstage and to develop a tech solution built for scale, based on feedback from members of the Customer Care team.
- Management of junior Care team members, including weekly reviews and reporting.
- Working with Customer Care Management to help deliver on department KPI’s and to devise strategy and growth plans.
- Understand the customer care pipeline, to effectively provide management forecast reports.
- Developing Lottie’s customer care onboarding process, and ongoing training process.
- Leading on sales enablement - including the creation of learning materials, such as content, training, insights and resources to drive Customer Care success.
Who we’re looking for
- Experience in using/managing CRM tools (namely entering and reconciling key customer data into tracking tools).
- Experienced in managing teams and/or ready to take the step to management.
- Analytical and experienced in producing management reports.
- Excited by being given the responsibility to improve a CRM, based on feedback, and working closely with Product Managers to implement improvements.
- Experienced in developing processes, designed to optimise for efficiency and productivity.
- Excellent team player and enjoys working within a collaborative cross-departmental environment.
- Ultimate doer and enjoys being given full ownership.
What you’ll get from us
- Remote working 3 days a week, London office based 2 days a week
- The company has a generous EMI share scheme that all team members will participate in ensuring that everyone within the company owns part of the company and together we can work hard behind our mission to protect and support the elderly community.
- High degree of autonomy in a role that has potential to grow as the company grows.
- Frequent company socials with quarterly team events
- 25 days’ holiday per annum plus bank holidays